At Write Edge, we specialise in providing high-quality English and Writing tuition classes for Primary and Secondary school students in Singapore.
The English enrichment centre was founded in 2014 with a vision to deliver exceptionally effective lessons that help to build a strong foundation in the English language and nurture writing skills in young students.
From just 12 students and 1 branch in Lorong Ah Soo, Singapore, Write Edge has since expanded to 8 physical branches and has online presence in both Singapore and Malaysia.
With decades of combined teaching, curriculum and education management experience, we’ve got a well-seasoned team at the helm. We work very hard to help our students have the best experience at Write Edge and take great pride in what we do.
Our Vision: To be Singapore's Leading English and Writing Enrichment Specialist
Our Mission: To make the Mastery of English and Writing possible for every student
http://write-edge.com/careers
As a Senior Customer Support Specialist, you'll take on more advanced responsibilities within the customer support team in the education industry. You are expected to excel in delivering exceptional student experiences and provide leadership to your team members.
Responsibilities:
- Handle pre-enrollment and post-enrollment enquiries, assisting students and parents with program information, enrollments, queries, payments, and administrative processes.
- Assisting in branch openings, coverage and ensuring seamless operations
- Lead by example and collaborate with team members, providing guidance and maintaining consistent, high-quality support.
- Contribute to maintaining critical customer support metrics (i.e. response time, customer satisfaction score (CSAT), and adherence to service level agreements (SLAs) etc)
- Assist in developing a comprehensive customer knowledge base for self-service support.
- Support initiatives to optimise student enrolment and enhance the educational experience
- Support to streamline customer service processes in education
- Participate and collaborate actively with cross-functional teams to enhance customer experience
- Resolve escalated enquiries promptly, ensuring high customer satisfaction
- Uphold a commitment to delivering an exceptional customer experience.
- Mentor and support junior team members in their growth and development.
Skills:
- Strong communication and relationship-building skills.
- Ability to provide effective pre-enrollment support by understanding program features.
- Proficiency in learning and using educational software and tools effectively.
- Strong documentation and problem-solving skills.
Attributes:
- Empathetic, student-centric mindset within the education sector.
- Results-driven with a focus on driving impact.
- Passion for taking ownership of projects in the education industry.
- Demonstrate a proactive approach in identifying and implementing solutions to challenges
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- Company:
Write Edge - Designation:
Senior Customer Support Specialist - Profession:
Customer Service / Communications - Industry:
Public Service / Education / Publishing